Customer Service Quality Assurance

Randy Carranza

***** * **** **

Ingleside, Il *0041

954-***-****

abjm2y@r.postjobfree.com

objective

A focused and detailed oriented Information

Technology major seeking a helpdesk support or PC

technician position that will utilize technical

education and strong customer service skills.

Experience

Blue Cross Blue Shield (contracted through Pomeory

06-09; Technisource 10-present)

Waukegan, IL

Level 1 Service Desk Analyst

Provide level one support to Blue Cross Blue Shield

internal/External employees. An enterprise level

service desk supporting 16,000+ employees.

Multitask in a fast paced, time sensitive

environment

Investigate issues reported by customers in a

timely and efficient manner

Trained in Electronic Ticket monitoring

Identified and implemented methods of using

existing technology to help users work more

efficiently for the electronic tickets.

Work on special projects when informed by

management.

Use workstation remote to resolve level 2 issues

VPN Web and VPN client troubleshooting

RSA tool- VPN resets

Active Directory domain password resets

Citrix Web Troubleshooting and password resets

I-manager to admin Novell account

Troubleshoot and configure Lotus Notes

Experienced with HP Openview 4.5 ticketing and

configuration management tool

Set up and install network printers

Advanced Training

HDI Certified - Customer Support Specialist

Mainframe

Blue-chip

PeopleSoft

Lotus notes

My learning/Accenture

04-06 Tru-Serv Harvard, IL

Order Filler

Assuring delivery of merchandise to proper

locations.

Maintain inventory levels

Perform quality assurance to determine that

merchandise orders are complete.

Interface with customers.

00-04 A-1 Detailing Fox Lake, IL

Car Detailer

Detailed cars.

Managed business sales

Provided customer assistance

Education

2006 ITT Technical Institute Mount Prospect, IL

Associate of Applied Science in Information

Technology Computer Network System.

SKILLS

- Setup and configure network printers and drives

- Implement Active Directory and DNS

- Install Red Hat Linux

- Configure group policy and local security policy

- Install and configure SQL Server 2000

- Set up and manage user accounts

- Proficient with personal computer, word

processing (Microsoft Word, Excel, Access,

Visio, PowerPoint)

- Hardware installation, configuration,

maintenance, and troubleshooting

- Excellent verbal and written communication skills

- Applying service packs to Novell and Windows

- Experienced in Virus Troubleshooting

- Internet Explore Troubleshooting

.

.

. .

Contact this candidate